Company Response on 05/31/2011:
LL Formal Response:
We're very passionate about the business and the products we offer, and we never make accusations, but often make assumptions if the complaint lacks details needed to make an educated decision as to what went wrong. If you make a statement stating wood planks should NEVER vary in width, you need to take a moment and visit the National Wood Flooring Assoc website and take a crash course on wood products, because the claim you make is not realistic. The need for 15%-20% more material is not tied to minor variances in board width that can come from moisture changes, but culling is a natural part of any wood flooring installation. You cull away part of your lettuce when you buy it from the grocery store as a natural product and this is considered acceptable waste. If a wood product has a milling issue, the warranty (as all do) state you should not install the boards and the company should be notified right away. We stand behind our products, but we do not cover actions taken outside the warranty out of our direct control such as installing wood that does not meet the expectations as outlined on the warranty, and the installation instructions. This happens to be the root of these types of concerns when you fully install product that should be returned, while rare, it happens to be a problem for all wood sellers especially with the high volumes we produce. We immediately rectify any milling concerns by swapping out material with absolutely no hesitation in support of the warranty. We regret to hear you had an issue with a purchase and it's for this very reason we provide customers with a detailed invoice, warranty instructions found on our website, and support through the local stores and Customer Care. We even have flooring install pros available by phone to help customers, so if something went wrong, you may need to understand the documentation provided and utilize the resources we offer to make sure your project goes well by tapping into these valuable resources.